McDonald’s does not succeed because it delights customers. It succeeds because it removes uncertainty.

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. The business landscape is fierce. Your company is competing not only with your direct ...

Recruiting new customers costs seven to nine times as much as it does to keep current customers from leaving. Besides the obvious foregone revenue, dissatisfied customers are not going to recommend ...

Customer success is essential for any startup, at every stage. It’s what ensures customers are engaged, adopting, and gaining value from your product. But many startups get customer success wrong.

Editor's note: This is Part 1 of our two-part series on the retention reset. Today’s installment tackles the why: the post-ZIRP correction, why acquisition-first economics are failing and why ...

“Customer retention” refers to any effort to keep a customer satisfied enough with your product or service to continue using it. Customer retention is an important aspect of business strategy and, ...